Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

Date

The date for the record in MM/DD/YYYY (month, day, year) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Agent Time In Campaign

FTE

The FTE value for the agents logged in and skilled for the campaign and not working in other skill groups (or not ready). If all agents spend full-time on the campaign's skill, the FTE is the number of agents.

Derived from: (Skill_Group_Interval.LoggedOnTime - Skill_Group_Interval.BusyOtherTime - Skill_Group_Interval.NotReadyTime)/ Skill_Group_Interval.ReportingInterval

Talk

The percentage of time that agents spent talking in one of the campaign's skill groups.

Derived from: (Skill_Group_Interval.TalkTime - Skill_Group_Interval.TalkReserveTime)/ (Skill_Group_Interval.LoggedOnTime - Skill_Group_Interval. BusyOtherTime - Skill_Group_Interval.NotReadyTime)

Wrap Up

The percentage of time that agents have spent in Wrap-up state after incoming or outgoing calls in one of the campaign's skill groups.

Derived from: (Skill_Group_Interval.WorkReadyTime + Skill_Group_Interval.WorkNotReadyTime)/ (Skill_Group_Interval.LoggedOnTime- Skill_Group_Interval. BusyOtherTime - Skill_Group_Interval.NotReadyTime)

Idle

The percentage of time the agents were available in one of the campaign's skill groups; but not working.

Derived from: (Skill_Group_Interval.ReservedStateTime + Skill_Group_Interval.TalkReserveTime + Skill_Group_Interval.AvailTime)/ (Skill_Group_Interval.LoggedOnTime- Skill_Group_Interval. BusyOtherTime - Skill_Group_Interval.NotReadyTime)

Account Statistics

Connects/ FTE Agent Hour

The FTE value for the number of calls of agents for the campaign's skill groups.

Derived from: (Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls) * Skill_Group_Interval.ReportingInterval/ (Skill_Group_Interval.LoggedOnTime - Skill_Group_Interval.BusyOtherTime - Skill_Group_Interval.NotReadyTime, 0)

Time between Agent Connects

The average time in seconds between the connecting customer calls to the agents.

Derived from: (Skill_Group_Interval.ReservedStateTime + Skill_Group_Interval.TalkReserveTime + Skill_Group_Interval.AvailTime)/ (Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls)

The Summary Avg for Time between Agent Connects is calculated using the following formula: Summary Avg for a selected campaign = idle time/ agent connects.

Completed

Agent Connects

The number of calls (outbound and inbound) handled per agent for the campaign's skill groups.

Derived from: (Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls)

Not Connected

The number of customer calls that were not connected to any agent or device. This includes calls which were abandoned by the dialer or abandoned to IVR (includes inbound and outbound calls) and resulted in customer abandon in queue or routing script error.

Derived from: Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.RouterError + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.AbandonDetect

Note: This column is invalid if the Outbound Reservation Script does not use ReleaseCall when not reserving an agent. This results in extraneous Router Error call reports, which inflate the value in this column.

Dialer Abandon To Other

The number of calls which are in "abandon to IVR" state and have completed in a way that is not associated with a skill group in this campaign. This value only applies to Campaigns where the skill groups associated with the campaign are not used for inbound.

Derived from: Campaign_Query_Rule_Interval.AbandonToIVR - (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.CallsHandled + Skill_Group_Interval.RouterError)

Note: This column is approximate because the abandon to IVR can occur in one half hour interval and the call completion occurs in another.

This column is invalid if the Outbound Reservation Script does not use ReleaseCall when not reserving an agent, which results in undercounting in this column.

This column is invalid if the skill group is used for anything other than outbound agent campaigns, for example inbound or transferred calls, as this results in undercounting in this column.

This column is invalid if the abandon to IVR script queues to multiple skill groups in this campaign because RouterErrors and RouterCallsAbandQ are counted once in each skill group the call was queued to, which results in undercounting in this column.

Outbound Statistics

Average Handle Time

The average length of calls (Inbound and Outbound) handled by the agent during the campaign's skill group selected interval.

Derived from: (Skill_Group_Interval.TalkTime - Skill_Group_Interval.TalkReserveTime + Skill_Group_Interval.WorkReadyTime + Skill_Group_Interval.WorkNotReadyTime)/ (Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls)

% Abandon

The percentage of calls that reached a live voice and were abandoned by the dialer or abandon to IVR because no agent was available.

Derived from: (Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR)/ (Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR)

Hit Rate

The percentage % of the outbound calls (attempts) that reached a live voice.

Derived from: (Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR)/ Campaign_Query_Rule_Interval.ContactsAttempted

Attempts

The Total number of outbound calls attempted.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

Date

The date for the row's data in MM/DD/YYYY (month, day, year) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Agent Connects

Outbound Immediate

The number of outbound calls where the customer was connected to an agent immediately (without waiting in the queue).

Derived from: Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.PreviewCalls

After Abandon To IVR & Inbound

This field includes the following calls:

• Outbound calls that were handled by an agent in this skill group after Abandon To IVR.

• Outbound calls from a Transfer to IVR campaign that were queued back to agents.

• Inbound and transferred calls that were routed to agents in this skill group.

Derived from: Skill_Group_Interval. CallsHandled

Not Connected

Customer Abandon

The number of contacts when the customer ended the call immediately after picking up the phone.

Derived from: Campaign_Query_Rule_Interval.CustomerAbandonDetect

Dialer Abandon

The number of contacts abandoned by the dialer.

Derived from:Campaign_Query_Rule_Interval.AbandonDetect

Customer Abandon in Queue

The number of contacts when the customer ended the call while in queue.

Derived from:Skill_Group_Interval.RouterCallsAbandQ

Script Error

The number of calls that resulted in an error condition in the call routing script.

Derived from:Skill_Group_Interval.RouterError

Dialer Abandon To Other

Script Dequeued

The number of calls that were initially abandoned to IVR because no agent was available and then queued to a skill group for this campaign and again removed from the queue during the interval.

Derived from: Skill_Group_Interval.RouterCallsDequeued

The number of calls that were routed to another skill group or never made it to the skill group. This column is approximate because the abandon to IVR can occur in one half hour interval and the call completion occurs in another interval.

This column is approximate because the abandon to IVR can occur in one interval and the call completion occurs in another interval.

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

DateTime

The date and time at the start of the half-hour interval for the row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Agent Time In Campaign

FTE

The Full Time Equivalent (FTE) value for the agents logged in and skilled for the campaign and not working in other skill groups (or not ready) in the half-hour interval. If all agents spend full-time on the campaign's skill during the half hour interval, the FTE is the number of agents.

Derived from: (Skill_Group_Interval.LoggedOnTime - Skill_Group_Interval.BusyOtherTime - Skill_Group_Interval.NotReadyTime)/ Skill_Group_Interval.ReportingInterval

Talk

The percentage of time that agents spent talking in one of the campaign's skill groups.

(Skill_Group_Interval.TalkTime - Skill_Group_Interval.TalkReserveTime)/ (Skill_Group_Interval.LoggedOnTime - Skill_Group_Interval. BusyOtherTime - Skill_Group_Interval.NotReadyTime)

Wrap Up

The percentage of time that agents have spent in Wrap-up state after incoming or outgoing calls in one of the campaign's skill groups.

Derived from: (Skill_Group_Interval.WorkReadyTime + Skill_Group_Interval.WorkNotReadyTime)/ (Skill_Group_Interval.LoggedOnTime- Skill_Group_Interval. BusyOtherTime - Skill_Group_Interval.NotReadyTime)

Idle

The percentage of time the agents were available in one of the Campaign's skill groups but not working.

Derived from: (Skill_Group_Interval.ReservedStateTime + Skill_Group_Interval.TalkReserveTime + Skill_Group_Interval.AvailTime)/ (Skill_Group_Interval.LoggedOnTime- Skill_Group_Interval. BusyOtherTime - Skill_Group_Interval.NotReadyTime)

Agent Statistics

Connects/ FTE Agent Hour

The FTE value for the number of calls of agents in the interval for the campaign's skill groups.

Derived from: (Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls) * Skill_Group_Interval.ReportingInterval/ (Skill_Group_Interval.LoggedOnTime - Skill_Group_Interval.BusyOtherTime - Skill_Group_Interval.NotReadyTime, 0)

Time between Agent Connects

The average time in seconds between the connecting customer calls to the agents.

Derived from: (Skill_Group_Interval.ReservedStateTime + Skill_Group_Interval.TalkReserveTime + Skill_Group_Interval.AvailTime)/ (Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls)

The Summary Avg for Time between Agent Connects is calculated using the following formula: Summary Avg for a selected campaign = idle time/ agent connects

Completed

Agent Connects

The number of calls (outbound and inbound) handled per agent for the campaign's skill groups.

Derived from: (Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls)

Not Connected

The number of customer calls that were not connected to any agent or device. This includes calls which were abandoned by the dialer or abandoned to IVR (includes inbound and outbound calls) and resulted in customer abandon in queue or routing script error.

Derived from: Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.RouterError + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.AbandonDetect

Note: This column is invalid if the Outbound Reservation Script does not use ReleaseCall when not reserving an agent, which results in extraneous Router Error call reports that inflates the value in this column.

Dialer Abandon To Other

The number of calls that are in "abandon to IVR" state and have completed in a way not associated with a skill group in this campaign. This value applies only to Campaigns where the skill groups associated with the campaign are not used for inbound.

Derived from: Campaign_Query_Rule_Interval.AbandonToIVR - (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.CallsHandled + Skill_Group_Interval.RouterError)

Note: This column is approximate because the abandon to IVR can occur in one half-hour interval and the call completion occurs in another.

This column is invalid if the Outbound Reservation Script does not use ReleaseCall when not reserving an agent, which results in under counting in this column.

This column is invalid if the skill group is used for anything other than outbound agent campaigns, for example, inbound or transferred calls, as this results in undercounting in this column.

This column is invalid if the abandon to IVR script queues to multiple skill groups in this campaign because RouterErrors and RouterCallsAbandQ are counted once in each skill group the call was queued to, which results in undercounting in this column.

Outbound Statistics

Avg Handle Time

The average length of calls (Inbound and Outbound) handled by the agent during the campaign's skill group selected interval.

Derived from: (Skill_Group_Interval.TalkTime - Skill_Group_Interval.TalkReserveTime + Skill_Group_Interval.WorkReadyTime + Skill_Group_Interval.WorkNotReadyTime)/ (Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.CallsHandled + Skill_Group_Interval. PreviewCalls)

% Abandon

The percentage of calls that reached a live voice and were abandoned by the dialer or abandon to IVR because no agent was available.

Derived from: (Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR)/ (Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR)

Hit Rate

The percentage of the outbound calls (attempts) that reached a live voice.

Derived from: (Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR)/ Campaign_Query_Rule_Interval.ContactsAttempted

Attempts

The total number of outbound calls attempted.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

DateTime

The date and time at the start of the half-hour interval for the row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Agent Connects

Outbound Immediate

The number of outbound calls where the customer was connected to an agent immediately (without waiting in queue).

Derived from: Skill_Group_Interval.AutoOutCalls + Skill_Group_Interval.PreviewCalls

After Abandon To IVR & Inbound

This includes the following calls:

• Outbound calls that were handled by an agent in this skill group after Abandon To IVR.

• Inbound and transferred calls that were routed to agents in this skill group.

• Outbound calls from a Transfer to IVR campaign that were queued back to agents.

Derived from: Skill_Group_Interval. CallsHandled

Not Connected

Customer Abandon

The number of contacts in the half-hour interval where the customer ended the call immediately after picking up the phone.

Derived from: Campaign_Query_Rule_Interval.CustomerAbandonDetect

Dialer Abandon

The number of contacts in the half-hour interval abandoned by the dialer.

Derived from:Campaign_Query_Rule_Interval.AbandonDetect

Customer Abandon in Queue

The number of contacts in the half-hour interval where the customer ended the call while in queue.

Derived from:Skill_Group_Interval.RouterCallsAbandQ

Script Error

The number of calls that resulted in an error condition in the call routing script.

Derived from:Skill_Group_Interval.RouterError

Dialer Abandon To Other

Script Dequeued

The number of calls that were initially abandoned to IVR because no agent was available and then queued to a skill group for this campaign and again removed from the queue during the half-hour interval.

Derived from: Skill_Group_Interval.RouterCallsDequeued

Other

The number of calls that were routed to another skill group or never made to the skill group.

Derived from:Campaign_Query_Rule_Interval.AbandonToIVR - (Skill_Group_Interval.RouterCallsAbandQ + Skill_Group_Interval.CallsHandled + Skill_Group_Interval.RouterError + Skill_Group_Interval. RouterCallsDequeued)

This column is approximate because the abandon to IVR can occur in one half-hour interval and the call completion occurs in another interval.

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

DateTime

The date and time of the start half hour interval for the row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Key Statistics

Customer Answered

The number of the outbound calls (attempts) that reached a live voice.

Derived from: Cam paign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR

Right Party Connect

The number of call attempts as indicated by agents using their desktop, when the actual customer was contacted and handled.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect

Dialer Abandon & Abandon to IVR

The number of calls that were abandoned by the dialer or abandoned to IVR because of there were no agents available to take the call. Campaign configuration determines whether these calls are abandoned at the dialer or to IVR.

Derived from: Campaign_Query_Rule_Interval. AbandonToIVR + Campaign_Query_Rule_Interval. AbandonDetect

Attempts

Total

The total number of outbound calls attempted.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered

The percentage of attempted calls that reached a live voice.

Derived from: (Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR)/ Campaign_Query_Rule_Interval.ContactsAttempted

Did Not Answer

The percentage of calls attempted when the number was dialed but the customer was not reached and there were no problems with the call ("Ring No Answer").

Derived from: (Campaign_Query_Rule_Interval.AnsweringMachineDetect + Campaign_Query_Rule_Interval.BusyDetect + Campaign_Query_Rule_Interval.NoAnswerDetect + Campaign_Query_Rule_Interval.CancelledDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Problem

The percentage of calls attempted where the contact was dialed and one of the following problems was encountered:

• Fax machine detected.

• No dial tone when dialer port went off hook.

• No Ringback from network when dial attempted.

• Network disconnected while alerting.

• Low Energy ("or dead air") call detected by the dialer.

• Operator intercept (SIT Tone) was returned from network when dial attempted.

Derived from: (Campaign_Query_Rule_Interval.FaxDetect + Campaign_Query_Rule_Interval.NoDialToneDetect + Campaign_Query_Rule_Interval.NoRingBackDetect + Campaign_Query_Rule_Interval.SITToneDetect)/ Campaign_Query_Rule_Interval.ContactsAttempted

Did Not Dial

Agent Rejected

The number of preview or callback calls in the half-hour interval rejected by the agent.

Derived from: Campaign_Query_Rule_Interval.AgentRejectedDetect

Note: These calls are not counted as attempted.

Agent Closed

The number of preview or callback calls rejected by the agent. These customers are not dialed.

Derived from: Campaign_Query_Rule_Interval.AgentClosedDetect

Note: These calls are not counted as attempted.

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

DateTime

The central controller date and time at the start of the half-hour interval.

Derived from: Campaign_Query_Rule_Interval.DateTime

Attempts

Summary total of the number of calls attempted in the half-hour interval.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Requested Callback

The number of callback contacts.

Derived from: Campaign_Query_Rule_Interval.CallBackCount

Requested Personal Callback

The number of callback contacts scheduled.

Derived from: Campaign_Query_Rule_Interval.PersonalCallBackCount

Voice

The number of contacts for which a voice was detected in the half hour interval.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect

Busy

The number of contacts in the half hour interval that detected a busy signal.

Derived from: Campaign_Query_Rule_Interval.BusyDetect

No Answer

The number of contacts in the half hour interval that were not answered.

Derived from: Campaign_Query_Rule_Interval.NoAnswerDetect

No Ringback

The number of contacts in the half hour interval that did not detect a ring back. The Calls with CallResults 4, 27 and 28 are mentioned in this column.

Derived from: Campaign_Query_Rule_Interval.NoRingBackDetect

No Dialtone

The number of contacts in the half hour interval that did not detect a dial tone.

Derived from: Campaign_Query_Rule_Interval.NoDialToneDetect

Fax

The number of contacts in the half hour interval that detected a fax.

Derived from: Campaign_Query_Rule_Interval.FaxDetect

Network IVR

The number of contacts in the half hour interval that detected a network answering machine.

Derived from: Campaign_Query_Rule_Interval.NetworkAnsMachineDetect

Answering Machine

The number of contacts in the half hour interval that detected an answering machine.

Derived from: Campaign_Query_Rule_Interval.AnsweringMachineDetect

SIT Tone

The number of contacts in the half hour interval that detected a special information tone (SIT).

Derived from: Campaign_Query_Rule_Interval.SITToneDetect

Agent Rejected

The number of preview or callback contacts in the half hour interval that were rejected by the agent.

Derived from: Campaign_Query_Rule_Interval.AgentRejectedDetect

Agent Closed

The number of preview or callback contacts that were rejected by the agent. These customers are not dialed.

Derived from: Campaign_Query_Rule_Interval.AgentClosedDetect

Customer Not Home

The number of contacts in the half hour interval when the party answering the phone was not the customer.

Derived from: Campaign_Query_Rule_Interval.CustomerNotHomeCount

Wrong Number

The number of contacts in the half hour interval when the party answering the phone indicated that the customer did not live there.

Derived from: Campaign_Query_Rule_Interval.WrongNumberCount

Canceled

The number of contacts in the half hour interval where the dialer canceled a ringing customer call.

Derived from: Campaign_Query_Rule_Interval.CanceledDetect

Dialer Abandon

The number of contacts in the half hour interval abandoned by the dialer.

Derived from: Campaign_Query_Rule_Interval.AbandonDetect

Abandon to IVR

The number of contacts in the half hour interval that were abandoned by the dialer. However, instead of hanging up on the customer, the customer was transferred to an IVR which plays a message.

Derived from: Campaign_Query_Rule_Interval.AbandonToIVR

Customer Abandon

The number of contacts in the half hour interval where the customer ended the call immediately after picking up the phone.

Derived from: Campaign_Query_Rule_Interval.CustomerAbandonDetect

Talk Time

The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on the phone in the half hour interval.

Derived from: Campaign_Query_Rule_Interval.TalkTime

Wrap Up Time

The length of time the agents spent in wrap-up work.

Derived from: Campaign_Query_Rule_Interval.WrapupTime

Dialer

The name of the dialer.

Derived from: Dialer.DialerName

DateTime

The central controller date and time at the start of the half-hour interval.

Derived from: Dialer_Interval.DateTime

Attempts

Summary total of the number of contacts dialed in the half-hour interval.

Derived from: Dialer_Interval.ContactsDialed

Requested Callback

The number of callback contacts.

Derived from: Dialer_Interval.CallBackCount

Requested Personal Callback

The number of callback contacts scheduled.

Derived from: Dialer_Interval.PersonalCallBackCount

Voice

The number of contacts for which a voice was detected in the half-hour interval.

Derived from: Dialer_Interval.VoiceDetect

Busy

The number of contacts for which busy signals were detected in the half-hour interval.

Derived from: Dialer_Interval.BusyDetect

No Answer

The number of contacts which were not answered in the half hour-interval.

Derived from: Dialer_Interval.NoAnswerDetect

No Ringback

The number of contacts in the half-hour interval that did not detect a ring back.

Derived from: Dialer_Interval.NoRingBackDetect

No Dialtone

The number of contacts in the half-hour interval that did not detect a dial tone.

Derived from: Dialer_Interval.NoDialToneDetect

Fax

The number of contacts in the half-hour interval that detected a fax.

Derived from: Dialer_Interval.FaxDetect

Network IVR

The number of contacts in the half-hour interval that detected a network answering machine.

Derived from: Dialer_Interval.NetworkAnsMachineDetect

Answering Machine

The number of contacts in the half-hour interval that detected an answering machine.

Derived from: Dialer_Interval.AnsweringMachineDetect

SIT Tone

The number of contacts in the half-hour interval that detected a special information tone (SIT).

Derived from: Dialer_Interval.SITToneDetect

Agent Rejected

The number of preview or callback contacts in the half-hour interval that were rejected by the agent.

Derived from: Dialer_Interval.AgentRejectedDetect

Agent Closed

The number of preview or callback contacts that were rejected by the agent. The agent did not call these customers.

Derived from: Dialer_Interval.AgentClosedDetect

Customer Not Home

The number of contacts in a half-hour interval where the party answering the phone was not the customer.

Derived from: Dialer_Interval.CustomerNotHomeCount

Wrong Number

The number of contacts in a half-hour interval where the party answering the phone indicated that the customer did not live there.

Derived from: Dialer_Interval.WrongNumberCount

Canceled

The number of contacts in the half-hour interval where the dialer canceled a ringing customer call.

Derived from: Dialer_Interval.CancelledDetect

Dialer Abandon

The number of contacts in the half-hour interval abandoned by the dialer.

Derived from: Dialer_Interval.AbandonDetect

Abandon to IVR

The number of contacts in the half-hour interval that were abandoned by the dialer and transferred to IVR, which plays a message.

Derived from: Dialer_Interval.AbandonToIVR

Customer Abandon

The number of contacts in the half-hour interval where the customer ended the call immediately after picking up the phone.

Derived from: Dialer_Interval.CustomerAbandonDetect

Dialer

The name of the dialer.

Derived from: Dialer.DialerName

Date

The date for the row's data in MM/DD/YYYY (month, day, year) format.

Derived from: Dialer_Interval.DateTime

Port Status

Ports in Service

The full-time equivalent value of registered dialer ports during the interval. If this is less than the full number of ports allocated, then it describes a system issue where ports were offline for some time.

Derived from: (Dialer_Interval.IdlePortTime+Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)/ Dialer_Interval.ReportingInterval

Idle

The percentage of nonbusy ports in the current interval.

Derived from: Dialer_Interval.IdlePortTime/ (Dialer_Interval.IdlePortTime + Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Contacting Customers

The percentage of time spent by the dialer ports for calling customers during the current interval.

Derived from: Dialer_Interval.DialingTime /(Dialer_Interval.IdlePortTime + Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Reserved Agents

The percentage of time spent by the dialer ports for reserving agents during the current interval for an agent campaign.

Derived from: Dialer_Interval.ReservePortTime/ (Dialer_Interval.IdlePortTime + Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Out of Ports

The percentage of time maxed out by the dialer during the current interval.

Derived from: Dialer_Interval.AllPortsBusyTime/(Dialer_Interval.IdlePortTime + Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Dialer Statistics

Attempts

The number of customer contact calls attempted by the dialer during the current interval. This includes all attempts, whether customers were reached or not.

Derived from: Dialer_Interval.ContactsDialed

Avg Attempt Time

The average time length in seconds of a customer attempt.

Derived from: Dialer_Interval.DialingTime/Dialer_Interval.ContactsDialed

Reservation Calls

The total number of reservation calls placed. This includes dialer requests to reserve agents that were rejected in the routing script because no agents were available or otherwise.

Derived from: Dialer_Interval.ReservationCallAttempts

Avg Reservation Time

The average length of a reservation call in seconds.

Derived from: Dialer_Interval.ReservePortTime/ Dialer_Interval.ReservationCallAttempts

Dialer

The name of the dialer.

Derived from: Dialer.DialerName

DateTime

The date and time of the start of the half-hour interval for the row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format.

Derived from: Dialer_Interval.DateTime

Port Status

Ports in Service

The full-time equivalent value of registered dialer ports during the half-hour interval. If this value is less than the full number of ports allocated, then it describes a system issue where ports were offline for some time.

Derived from: (Dialer_Interval.IdlePortTime+Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)/ Dialer_Interval.ReportingInterval

Idle

The percentage of nonbusy ports in the current half-hour interval.

Derived from: Dialer_Interval.IdlePortTime/ (Dialer_Interval.IdlePortTime + Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Contacting Customers

The percentage of time spent by the dialer ports for calling customers during the current half-hour interval.

Derived from: Dialer_Interval.DialingTime /(Dialer_Interval.IdlePortTime + Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Reserved Agents

The percentage of time spent by the dialer ports for reserved agents during the current half-hour interval for an agent campaign.

Derived from: Dialer_Interval.ReservePortTime/ (Dialer_Interval.IdlePortTime + Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Out of Ports

The percentage of time maxed out by the dialer during the current half-hour interval.

Derived from: Dialer_Interval.AllPortsBusyTime/(Dialer_Interval.IdlePortTime + Dialer_Interval.ReservePortTime + Dialer_Interval.DialingTime)

Dialer Statistics

Attempts

The number of customer contact calls attempted by the dialer during the current half-hour interval. This includes all attempts, whether customers were reached or not.

Derived from: Dialer_Interval.ContactsDialed

Avg Attempt Time

The average time length of a customer attempt in seconds.

Derived from: Dialer_Interval.DialingTime/Dialer_Interval.ContactsDialed

Reservation Calls

The total number of reservation calls placed the current half-hour interval. This number includes dialer requests to reserve agents that were rejected in the routing script because no agents were available or otherwise.

Derived from: Dialer_Interval.ReservationCallAttempts

Avg Reservation Calls

The average length of a reservation call in seconds.

Derived from: Dialer_Interval.ReservePortTime / Dialer_Interval.ReservationCallAttempts

Import

The name of the import rule.

Derived from: Import_Rule.ImportRuleName

Start Date

The date and time the import rule is scheduled to start.

Derived from: Import_Rule_History.StartDateTime

End Date

The date and time the import rule finished.

Derived from: Import_Rule_History.EndDateTime

Duration

The total time duration.

Derived from: DateDiff(ss,Import_Rule_History.StartDateTime, Import_Rule_History.EndDateTime)

Records Status

Total Records

The total number of records present in the import list.

Derived from: Import_Rule_History.TotalRecords

Imported

The total number of records imported into the Do Not Call List.

Derived from: Import_Rule_History.GoodRecords

Failed

The total number of import records that did not meet format criteria. These records are captured in an import error file.

Derived from: Import_Rule_History.BadRecords

Records To Dial

The total number of records imported to dialing lists based on existing query rules.

Derived from: Import_Rule_History. ImportedToDialingListCount

Records With Unknown Prefix

The total number of records that did not match the prefixes in the region prefix table and were assigned with the default time zone for the campaign.

Derived from: Import_Rule_History.UnmatchedRegionPrefixCount

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

Query Rule

The name of the query rule.

Derived from: Query_Rule.QueryRuleName

Date

The date for the record in MM/DD/YYYY (month, day, year) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Attempts

The total number of outbound calls attempted.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered

Right Party Connect

The percentage of call attempts as indicated by agents using their desktop, when the actual customer was contacted and handled.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Dialer Abandon

The percentage of contacts or attempts abandoned by the dialer because of no agent was available to take the call and "Abandon to IVR" was not configured.

Derived from: Campaign_Query_Rule_Interval. AbandonDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Abandon to IVR

The percentage of attempts that were sent to IVR (or another dialed number) for treatment after the dialer reached a contact and no agent was available to take the call.

Derived from: Campaign_Query_Rule_Interval. AbandonToIVR/ Campaign_Query_Rule_Interval.ContactsAttempted

Callback

The percentage of callbacks requested by the customer when the campaign is not configured for personal callback.

Derived from: Campaign_Query_Rule_Interval.CallbackCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Personal Callback

The percentage of callback scheduled and requested by the customer when the campaign was configured for personal callback.

Derived from: Campaign_Query_Rule_Interval.PersonalCallbackCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Not Home

The percentage of contacts where the party answering the phone was not the customer.

Derived from: Campaign_Query_Rule_Interval.CustomerNotHomeCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Wrong Number

The percentage of contacts where the party answering the phone indicated that the customer did not live there.

Derived from: Campaign_Query_Rule_Interval.WrongNumberCount/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Abandon

The percentage of contacts where the customer ended the call immediately after being connected to an agent.

Derived from: Campaign_Query_Rule_Interval.CustomerAbandonDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Customer Did Not Answer

Answering Machine

The percentage of contacts that detected an answering machine.

Derived from: Campaign_Query_Rule_Interval.AnsweringMachineDetect

No Answer

The percentage of contacts that were not answered.

Derived from: Campaign_Query_Rule_Interval. NoAnswerDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Busy

The percentage of contacts that detected a busy signal.

Derived from: Campaign_Query_Rule_Interval. BusyDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Canceled

The percentage of contacts where the dialer canceled a ringing customer call.

Derived from: Campaign_Query_Rule_Interval.CanceledDetect/ Campaign_Query_Rule_Interval.ContactsAttempted

Problem

SIT Tone

The percentage of contacts that detected a Special Information Tone (SIT).

Derived from: Campaign_Query_Rule_Interval.SITToneDetect

No Dial tone

The percentage of contacts that did not detect a dial tone.

Derived from: Campaign_Query_Rule_Interval.NoDialToneDetect

Fax

The percentage of contacts that detected a fax machine.

Derived from: Campaign_Query_Rule_Interval.FaxDetect

Network Error

The number of contacts that encountered one of the following problems:

• No Ringback from network when dial attempted.

• Network disconnected while alerting.

• Low Energy ("or dead air") call detected by the dialer.

Derived from: Campaign_Query_Rule_Interval.NoRingBackDetect

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

Query Rule

The name of the query rule.

Derived from: Query_Rule.QueryRuleName

Date

The date for the row's data in MM/DD/YYYY (month, day, year) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Key Statistics

Customer Answered

The number of the outbound calls (attempts) that reached a live voice.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR

Right Party Connect

The number of call attempts as indicated by agents using their desktop, when the actual customer was contacted and handled.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect

Dialer Abandon & Abandon to IVR

The number of calls that were abandoned by the dialer or abandoned to IVR because there were no agents available to take the call. Campaign configuration determines whether these calls are abandoned at the dialer or to IVR.

Dialer Abandon is derived from: Campaign_Query_Rule_Interval.AbandonDetect

Abandon to IVR is derived from: Campaign_Query_Rule_Interval.AbandonToIVR

Attempts

Total

The total number of outbound calls attempted.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered

The percentage of attempted calls that reached a live voice.

Derived from: (Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR)/ Campaign_Query_Rule_Interval.ContactsAttempted

Did Not Answer

The percentage of calls attempted when the number was dialed but the customer (live voice) was not reached and there were no problems with the call ("Ring No Answer").

Derived from: (Campaign_Query_Rule_Interval. AnsweringMachineDetect + Campaign_Query_Rule_Interval.BusyDetect + Campaign_Query_Rule_Interval.NoAnswerDetect + Campaign_Query_Rule_Interval.CancelledDetect)/ Campaign_Query_Rule_Interval.ContactsAttempted

Problem

The percentage of calls attempted where the contact was dialed and one of the following problems was encountered:

• Fax machine detected.

• No dial tone when dialer port went off hook.

• No Ringback from network when dial attempted.

• Network disconnected while alerting.

• Low Energy ("or dead air") call detected by the dialer.

• Operator intercept (SIT Tone) was returned from network when dial attempted.

Derived from: (Campaign_Query_Rule_Interval.FaxDetect + Campaign_Query_Rule_Interval.NoDialToneDetect + Campaign_Query_Rule_Interval.NoRingBackDetect + Campaign_Query_Rule_Interval.SITToneDetect)/ Campaign_Query_Rule_Interval.ContactsAttempted

Did Not Dial

Agent Rejected

The number of preview or callback calls that were rejected by the agent.

Derived from: Campaign_Query_Rule_Interval.AgentRejectedDetect

Agent Closed

The number of preview or callback calls that were rejected by the agent. The agent did not call these customers.

Derived from: Campaign_Query_Rule_Interval.AgentClosedDetect

Note that these calls were not counted as attempted.

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

Query Rule

The name of the query rule.

Derived from: Query_Rule.QueryRuleName

DateTime

The central controller date and time at the start of the half-hour interval.

Derived from: Campaign_Query_Rule_Interval.DateTime

Attempts

Summary total of the number of calls attempted in the half-hour interval.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Requested Callback

The number of callback contacts.

Derived from: Campaign_Query_Rule_Interval.CallBackCount

Requested Personal Callback

The number of callback contacts scheduled.

Derived from: Campaign_Query_Rule_Interval.PersonalCallbackCount

Voice

The number of contacts for which a voice was detected during the half-hour interval.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect

Busy

The number of contacts in the half-hour interval that detected a busy signal.

Derived from: Campaign_Query_Rule_Interval.BusyDetect

No Answer

The number of contacts in the half-hour interval that were not answered.

Derived from: Campaign_Query_Rule_Interval.NoAnswerDetect

No Ringback

The number of contacts in the half-hour interval that did not detect a ring back. The Calls with CallResults 4, 27 and 28 are mentioned in this column.

Derived from: Campaign_Query_Rule_Interval.NoRingBackDetect

No Dialtone

The number of contacts in the half-hour interval that did not detect a dial tone.

Derived from: Campaign_Query_Rule_Interval.NoDialToneDetect

Fax

The number of contacts in the half-hour interval that detected a fax.

Derived from: Campaign_Query_Rule_Interval.FaxDetect

Network IVR

The number of contacts in the half-hour interval that detected a network answering machine.

Derived from: Campaign_Query_Rule_Interval.NetworkAnsMachineDetect

Answering Machine

The number of contacts in the half-hour interval that detected an answering machine.

Derived from: Campaign_Query_Rule_Interval.AnsweringMachineDetect

SIT Tone

The number of contacts in the half-hour interval that detected a special information tone (SIT).

Derived from: Campaign_Query_Rule_Interval.SITToneDetect

Agent Rejected

The number of preview or callback contacts in the half-hour interval that were rejected by the agent.

Derived from: Campaign_Query_Rule_Interval.AgentRejectedDetect

Agent Closed

The number of preview or callback contacts that were rejected by the agent. (The agent did not call these customers.)

Derived from: Campaign_Query_Rule_Interval.AgentClosedDetect

Customer Not Home

The number of contacts in the half-hour interval where the party answering the phone was not the customer.

Derived from: Campaign_Query_Rule_Interval.CustomerNotHomeCount

Wrong Number

The number of contacts in the half-hour interval where the party answering the phone indicated the customer didn't live there.

Derived from: Campaign_Query_Rule_Interval.WrongNumberCount

Canceled

The number of contacts in the half-hour interval where the dialer canceled a ringing customer call.

Derived from: Campaign_Query_Rule_Interval.CanceledDetect

Dialer Abandon

The number of contacts in the half-hour interval abandoned by the dialer.

Derived from: Campaign_Query_Rule_Interval.AbandonDetect

Abandon to IVR

The number of contacts in the half-hour interval that were abandoned by the dialer and transferred to IVR, which plays a message.

Derived from: Campaign_Query_Rule_Interval.AbandonToIVR

Customer Abandon

The number of contacts in the half-hour interval where the customer ended the call immediately after picking up the phone.

Derived from: Campaign_Query_Rule_Interval.CustomerAbandonDetect

Talk Time

The total time in HH:MM:SS (hours, minutes, seconds) that agents spent talking on the phone in the half-hour interval.

Derived from: Campaign_Query_Rule_Interval.TalkTime

Wrap Up Time

The length of time the agents spent in wrap-up work.

Derived from: Campaign_Query_Rule_Interval.WrapupTime

Campaign

The name of the campaign.

Derived from: Campaign.CampaignName

Query Rule

The name of the query rule.

Derived from: Query_Rule.QueryRuleName

DateTime

The date and time at the start of the half-hour interval for the row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

Derived from: Campaign_Query_Rule_Interval.DateTime

Key Statistics

Customer Answered

The number of the outbound calls (attempts) that reached a live voice.

Derived from: Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount +Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR

Right Party Connect

The number of call attempts as indicated by agents using their desktop, when the actual customer was contacted and handled.

Derived from: Derived from: Campaign_Query_Rule_Interval.VoiceDetect

Dialer Abandon & Abandon to IVR

The number of calls that were abandoned by the dialer or abandoned to IVR because there were no agents available to take the call. Campaign configuration determines whether these calls are abandoned at the dialer or to IVR.

Dialer Abandon is derived from: Campaign_Query_Rule_Interval.AbandonDetect

AbandtoIVR is derived from: Campaign_Query_Rule_Interval.AbandonToIVR

Attempts

Total

The total number of outbound calls attempted.

Derived from: Campaign_Query_Rule_Interval.ContactsAttempted

Customer Answered

The percentage of attempted calls that reached a live voice.

Derived from: (Campaign_Query_Rule_Interval.VoiceDetect + Campaign_Query_Rule_Interval.WrongNumberCount + Campaign_Query_Rule_Interval.CustomerNotHomeCount + Campaign_Query_Rule_Interval.CustomerAbandonDetect + Campaign_Query_Rule_Interval.CallbackCount + Campaign_Query_Rule_Interval.PersonalCallbackCount + Campaign_Query_Rule_Interval.AbandonDetect + Campaign_Query_Rule_Interval.AbandonToIVR)/ Campaign_Query_Rule_Interval.ContactsAttempted

Did Not Answer

The percentage of calls attempted when the number was dialed but the customer (live voice) was not reached and there were no problems with the call ("Ring No Answer").

Derived from: (Campaign_Query_Rule_Interval. AnsweringMachineDetect + Campaign_Query_Rule_Interval.BusyDetect + Campaign_Query_Rule_Interval.NoAnswerDetect + Campaign_Query_Rule_Interval.CancelledDetect)/ Campaign_Query_Rule_Interval.ContactsAttempted

Problem

The percentage of calls attempted where the contact was dialed and one of the following problems was encountered:

• Fax machine detected.

• No dial tone when dialer port went off hook.

• No Ringback from network when dial attempted.

• Network disconnected while alerting.

• Low Energy ("or dead air") call detected by the dialer.

• Operator intercept (SIT Tone) was returned from network when dial attempted.

Derived from: (Campaign_Query_Rule_Interval.FaxDetect + Campaign_Query_Rule_Interval.NoDialToneDetect + Campaign_Query_Rule_Interval.NoRingBackDetect + Campaign_Query_Rule_Interval.SITToneDetect)/ Campaign_Query_Rule_Interval.ContactsAttempted

Did Not Dial

Agent Rejected

The number of preview or callback calls in the half-hour interval that were rejected by the agent.

Derived from: Campaign_Query_Rule_Interval.AgentRejectedDetect

Note: These calls are not counted as attempted.

Agent Closed

The number of preview or callback calls that were rejected by the agent (these customers are not dialed).

Derived from: Campaign_Query_Rule_Interval.AgentClosedDetect

Note: These calls are not counted as attempted.